Enhanced Call Profile reports

Last Updated : Mar 15, 2022 |

In Avaya Analytics™ release 4.1.2, Enhanced Call Profile reports are introduced. These reports solve the limitations of the original call profile reports, as discussed in the Call profile report overview section.

Enhanced Call Profile reports count service level (SLA) measures for each part of the call, individually, after routing from IVR to Oceana.

To understand how Enhanced Call Profile report works, consider the following scenarios:

Scenario 1: Call re-routed from IVR to Avaya Oceana®

  1. The call is routed to Avaya Oceana® and queued on Routing Service 1 for 10 seconds.

  2. The call is offered to an agent and again queued due to RONA (20 seconds of ring duration).

  3. The call is queued for 15 seconds on Routing Service 1.

  4. The call is offered to another agent and is answered after 3 seconds of ringing.

  5. The agent transfers the call to IVR.

  6. The call is routed to Avaya Oceana® and queued on Routing Service 2 for 7 seconds.

  7. The call is offered to an agent and is answered after 9 seconds of ringing.

  8. The agent transfers the call to an IVR.

  9. The call is routed to Avaya Oceana® and queued on Routing Service 3 for 4 seconds.

  10. The customer abandons the call.

In the above scenario, the original Call Profile reports calculate the initial wait time measure for the CDR contact record, and there is one field in the record to store it. When the call is re-routed, initial wait time measure continues to increase, so it stores the total initial wait time duration for all routed through IVR segments.

While, in the Enhanced Call Profile reports, 3 different service level measures are counted as the following:

  • From steps 1 to 4 – SLA 1 - first routing from IVR to Avaya Oceana®

  • From steps 6 to 7 – SLA 2 - transfer to IVR and subsequent routing to Avaya Oceana® again

  • From steps 9 to 10 – SLA 3 - transfer to IVR and subsequent routing to Avaya Oceana® again

Enhanced Call Profile report shows all calls routed or re-routed from IVR to Avaya Oceana® separately.

Scenario 2: Call re-routed within Avaya Oceana®

  1. The call is routed to Avaya Oceana® and queued on Routing Service 1 for 10 seconds.

  2. The call is re-routed and queued on Routing Service 2 for 10 seconds.

  3. The call is offered to an agent and is answered after 9 seconds of ringing. Alert is sent to agent when the call is offered.

  4. The call is completed.

    In the above scenario, the call is transferred to another agent or routing service inside Avaya Oceana®. There is no re-routing to IVR in between. Therefore, such transfers are not counted as separate calls in enhanced Call Profile reports.

    In the above scenario, the original Call Profile reports calculate the wait time on the initial Routin Service 1. While the Enhanced Call Profile reports calculate the wait time and alert time on Routing Service 2.

    Here, wait time is the total of initial wait times on Routing Service 1 and Routing Service 2.

Note:

For checking Call Profile reports of Avaya Analytics™ pre-4.1.2 release data, you have to access Original Call Profile reports.